ComplaintsforSara Northup-Lynch: Allstate Insurance

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had two insurance policies one home and one Landlord with Allstate for years that was purchased at the ********************* Allstate Insurance Office that was transferred over to ************************************ office. I called to add an additional policy and to convert a new home and to convert the old home to landlord after the policies were set up and I received them in the mail there was an ongoing issue premium changes I had requested at the time i wanted my policies date to remain the same those was being changed to different dates on after any phone calls. Another issue was they rewrote my third policy completely without my knowledge editing my payments manually. If that wasnt enough they went back into the old home owners policy that was converted to Landlord policy manually add another two plus, their explanation was my home was over two thousand square feet which it was only over seventh hundred square feet nor of these changes in price were done through the underwriting it was a weekly money is coming out my account not monthly seven and eight days early Im being charged twice at times when I call they submitted something waiting on a response, theyre committing fraud and need to be investigated I cant imagine the people who has a mortgage its not so easy for them to catch on. I request to have a new agent who is BBB certified, these crooks arent.

  Business response

  06/18/2024

  Hello, 

  I was able to review the situation with the support staff member that dealt with the customer. The customer asked to have one of her policies switched from a home policy to a landlord policy. The staff member did as the customer requested. The customer then requested for a second home policy to be started at a different property address, which the staff member did as well. The customer is stating that there were "ongoing premium issues", which is incorrect. There were no "issues" with the premium. The premium changed as the square footage she originally gave us, did not match what Allstate was coming back with when they did the inspection. The staff member took this concern a step further for the customer and investigated the tax map to find the accurate square footage, and then submitted that documentation to Allstate to have them revise the premium.  The concern in regard to writing a third policy without her knowledge is incorrect.  We are unable to write a policy for a customer without a down payment, and our calls are recorded, the customer requested the second homeowner's policy to be started. We would never and physically could never start a policy without the customers authorization. As far as her payments are concerned, we can not "edit" payments. If a customer requests to make a payment or be put on the automatic pay plan, we do so for the customer, but we have no control over the premium or amount charged and are unable to edit any billing at all.  In this case the customer did request to be put back on automatic payments after the policy was corrected, but due to Allstate's billing procedures, we were unable to do so until a certain date, therefore having to apply her payments that were due, manually.  The staff member did confirm all payments made with the customer before processing, and verbally authorized the amounts to be taken on the dates they were taken. We are unable to make any exceptions or make any changes to due dates or the procedures that Allstate has in place in regard to their payment system. We are in no way committing any fraud, as we do not even receive the funds from the customer. They go straight to **********************. On top of all of this, this customer was transferred to us for service by an agent who is no longer with Allstate. The work my staff does for her is essentially free, and is a courtesy that Allstate provides. If anything we were doing her a favor, not committing any type of fraud whatsoever and I as a business owner LOST money.  My staff has done all that they could to accommodate the customer's requests, and handled everything exactly as they should. I do not appreciate being called names or being told that my agency is committing any fraud. Our agency has been in business for over 30 years without ever once having a complaint with the BBB. If anything further would like to be discussed, feel free to call me at ************. In the meantime, I have done as the customer requested and transferred her to an agency that is closer to where she lives. 

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